Embassy Suites by Hilton Dallas DFW Airport South

It was a terrible experience right from the start. We arrived at 7.00pm after a long days travelling expecting our rooms to be available as per the 3:00pm check in and were informed after spending 20 minutes in a queue that we would have to wait another 20 minutes for our rooms as "the morning shift didn't get finished", not really our problem. We said don't worry, cancel our booking, we'll go elsewhere. We were then told after they could provide the service as advertised that that would incur the "cancellation fee". We threw up our hands and waited a further 40 minutes to get our rooms. The rooms were dark, musty and poorly lit possibly to hide the age and condition. In my daughter and grand daughter's room the TV didn't work and the phone wasn't answered at reception so was not reported until the next morning. Nothing was done to rectify during our stay. I went to switch the bedside light off in my room and the switch knob was missing so had to pull from the power board on the floor. There are no bedside power connections. The next day, on my return during the afternoon I found my room door open. I looked for the phone to call reception and found that there wasn't one! I went down to reception, lined up again, and reported the issue and the response was "that shouldn't happen". When I mentioned the lack of phone the receptionist consulted another staff member who said they were "rewiring from level 6 up (to level 10)" Obviously why my daughter's phone wasn't working. I decided to check the hotel phone outside the lift on level 10. It had a dialtone but didn't ring through to reception. I tried 911 with the same result. This has to be a code violation. We had a late checkout and the girls went out for some last minute shopping. When they returned they were locked out of their room. When my grand daughter went down to have the key updated they were told they had checked out and were refused a key! The front desk told them check out was 2:00pm. The time was 1:20pm! I had to come down and provide ID as I had made the booking. When I asked to see the manager I was told the manager wasn't available on Sundays. What hotel this size doesn't have a duty manager! A toll total lack of interest, lack of consideration and deflection of any issues by the desk staff. The only highlight was the breakfast and breakfast staff. This hotel is falling apart and you should give it a big miss.

Nice hotel

We were hoping for a great 3 weeks vacation in Texas, but our room conditions were not good. Cracked walls, peeling headboards and paint, also a dirty balcony! We deserve a credit for how bad the room conditions were. Hotels did offer for us to change room, but all the rooms shown had same bad conditions. Please verify room conditions with online photos of hotels before listing on your website.

Horrible experience. Key maker didn’t work so the only way to re-enter the room during our stay was to have someone that worked there go with us and unlock the door. Furniture was dingy and sticky feeling. There were brown stains on the ceiling. The paneling was peeling from the bathroom door. Only one ice maker worked in the whole hotel. The outlets didn’t have covers. The drawer on the nightstand wouldn’t stay closed. DO NOT STAY HERE.

Close to airport

Stay away. This hotel has the worst customer service I have ever experienced at a hotel. I heard that the ownership had recently change. The check in process was horrible. Their WiFi was down and no one at the front desk had any clue what to do. The resturant food was good. But I had two drinks. Both the same. The first, I was charged $10. The second, $17. Inconsistent and ridiculous price for a drink. Hilton should stop this franchise from treating their guest so horribly. Disappointed in the Hilton brand overall.

⭐️ 0 out of 5 – Absolutely Horrible Experience My stay at Embassy Suites was hands down one of the worst hotel experiences I’ve ever had. From the moment I walked in, the level of customer service—or complete lack thereof—was appalling. Front Desk – Rude and Unprofessional (Rebecca): The front desk clerk, Rebecca, was not only unhelpful but downright rude. She acted like answering basic questions or checking guests in was a burden. No smile, no greeting, just pure attitude. I’ve never felt so unwelcome at a hotel, and it's shocking that someone like her is the first point of contact for guests. If this is Embassy Suites’ idea of hospitality, they seriously need to reevaluate their hiring standards. Bar Service – Disorganized and Disrespectful: The service at the bar was just as bad. Staff were slow, inattentive, and clearly uninterested in serving guests. It felt like an afterthought to them. I waited far too long for a drink that was poorly made and overpriced. Several guests around me were also visibly frustrated. There was no sense of urgency, professionalism, or customer care. Management – The Worst of All (Gabriel): When I finally asked to speak with a manager about the service issues, I was directed to Gabriel—and I wish I hadn't bothered. He was dismissive, condescending, and offered no solution or apology. Instead of addressing the problems, he minimized them and made excuses for his staff. If anything, he made the situation worse. A manager should be the one to correct service failures, not double down on them. I don’t leave reviews lightly, but this experience was unacceptable from start to finish. Zero out of five stars. I will absolutely not be returning to this Embassy Suites, and I suggest others avoid it unless they want to pay premium prices for bottom-tier service.

Parking has become a businesses fee maker. Rooms are already expensive and putnon top Parking fees...

It could be better

I was given the room card, it did not work. I went back to the desk and was told oh, the card maker doesn't work. A nice clerk let us in. After entering we saw that the ceiling panel that covers the heat/cooling was down. I went back to the clerk and she said maintenance would be there tomorrow. Unacceptable - couldn't use the bathroom. She asked the clerk with the key to help. Around 1 hour later I went back to the desk for help. This clerk and another employee came to the room and fixed it. I was very appreciative. Otherwise lovely hotel and breakfast. Good transportation to airport.